Zendesk Suite
ZendeskExternal reviews
6,487 reviews
from
and
External reviews are not included in the AWS star rating for the product.
zendesk review
What do you like best about the product?
super easy to work very user friendly. Everything is a one stop
What do you dislike about the product?
It does crash alot, takes time to upload titles and send out emails. Ive learned you have to at least submit it twice
What problems is the product solving and how is that benefiting you?
everything is a one stop user friendly solve. HOwever you do have to send at least twice
Review
What do you like best about the product?
I use Zendesk daily to create knowledge based articles, view and solve tickets for users
What do you dislike about the product?
I wish there is an I tegration between Zoom Rooms and Zendesk
What problems is the product solving and how is that benefiting you?
Create knowledge based articles for users and solving user tickets.
Organized, easy to use, but has it's quirks!
What do you like best about the product?
I love that you can see when others are viewing a ticket at the same time as you or are viewing a ticket altogether. Helps stop that overlap/duplication of tasks.
What do you dislike about the product?
It can sometimes be a little clunky on the automation side, which makes certain tasks a little monotonous and cumbersome. Certain integrations are also clunky/buggy, which can make it challenging to properly track and tag work.
What problems is the product solving and how is that benefiting you?
Support ticket management. There are a number of benefits based on my experience with other platforms. I dislike that it's a bit lacking in the customization department, but overall it comes with a lot of features that customizable platforms don't yet have or are slow to pick up.
Recommendations to others considering the product:
It's pretty straightforward, while it's a bit clunky in some aspects there are integrations that work nicely with Zendesk - for example, Ring Central.
Content management tool that has it all
What do you like best about the product?
I love all of the collaboration features that come with Zendesk Guide Enterprise. We were able to create a streamlined process for creating, reviewing and publishing content - and keeping tabs on existing content using labels.
What do you dislike about the product?
I wish articles could be published to multiple sections rather than just one. In some cases we have published the same content multiple times under different categories which isn't ideal either.
What problems is the product solving and how is that benefiting you?
We were able to successfully manage and maintain content for 10+ product offerings for our 1000+ clients. It made our lives easier and allowed us to focus our energy on other things.
Recommendations to others considering the product:
If you are on the fence, just try it. We had great success using this product.
Good not great ticket system for customer support
What do you like best about the product?
Zendesk allows you to support customers with a shared inbox ticket system. I like that Zendesk offers a central portal to view and respond to all customer inquiries. It is easy to assign tickets to specific agents and/or groups. Zendesk views are flexible and allow you to create specific personal and shared views based on user level.
What do you dislike about the product?
Reporting is a bit cumbersome, and difficult to understand how the metrics are calculated. The user interface feels outdated and could use a refresh. Creating automations aren't necessarily intuitive. I would prefer a drag and drop workflow rather than a more linear criteria configuration.
What problems is the product solving and how is that benefiting you?
Zendesk allows for all individual customer support requests/inquiries to reside in a single platform. This helps to get a broad view of customer support efforts and identify trends.
Recommendations to others considering the product:
Zendesk is a good option for those seeking a shared inbox ticket system and knowledge base functionality. It is worth exploring other options such as HelpScout.
Great enterprise grade Service Desk
What do you like best about the product?
Zendesk has rich and customizable workflows that ensure aligning your support organization to the ITIL framework is effectively done. As a global organization the responsiveness of the platform regardless of location is a real plus for efficiency of the support team
What do you dislike about the product?
The Zendesk UI can get quite cluttered and difficult to navigate if there are many integrations and widgets enabled. This can easily be addressed with some thoughful deployment considerations.
What problems is the product solving and how is that benefiting you?
We needed a globally available, scalable, and customizable ITIL-aligned Service Desk to deliver excellent service to our clients. As the Support team is globally distributed, the ability to track key performance indicators across the organization improved ticket flow and capacity planning, enhancing the Support team's efficiency.
Recommendations to others considering the product:
An excellent Enterprise Service Desk, but maybe too feature-rich for smaller deployments. Perfect for global enterprise organizations with a breadth of integration requirements.
The do it all Support Platform
What do you like best about the product?
The Zendesk suite has everything our team needed to launch our new support team, and continues to provide the tools we need to serve our users as best as possible. Before Zendesk, we were using different tools for phones, chat, email, ticketing, and reporting. All of this is now included in the same platform.
What do you dislike about the product?
Zendesk is a complex platform and needs extensive training to become an efficient admin. There aren't many native capabilities; many functions need to be coded in or created using triggers and automation. This is great for customizing a tailor-fit tool for your team, but it means having to set aside a lot of time getting to know the product as well as checking in regularly to maintain your support ecosystem.
What problems is the product solving and how is that benefiting you?
Zendesk allowed our support team to create support tickets for the first time. Every phone call, chat, text message, and email entering our support inbox creates a ticket that our team can filter and assign to agents accordingly. We are more organized and able to refer to specific cases very easily.
Recommendations to others considering the product:
I recommend Zendesk Support Suite if you are looking for an all-in-one solution to support your clients and internal team members.
easy access to resolve client issues
What do you like best about the product?
centralized location to solve any client issues submitted through our support email, you can see who is working on it and the stage that they are at
What do you dislike about the product?
not the most intuitive platform for non-support team members to check on the status of the issue and next steps to report to the client
What problems is the product solving and how is that benefiting you?
easier to keep track of updates and avoids having extensive email chains
Zendesk Suite
What do you like best about the product?
We can track our inbound tickets and calls, categorize them, and review them.
What do you dislike about the product?
At times there is a lag when the tickets are received and then posted into the CX que.
What problems is the product solving and how is that benefiting you?
Resolving customers' issues, organizing them by subject, issue, and type of ticket received.
Recommendations to others considering the product:
I would recommend that you have the up-to-date version of the Zendesk.
Great support software
What do you like best about the product?
Ticket management, administration and help center are self intuitive to use and set up.
What do you dislike about the product?
The reporting and monitoring of tickets are not easy to use. Explore has too many limitations wrt just simple export and table view of reports.
What problems is the product solving and how is that benefiting you?
Ticket management and content management
Recommendations to others considering the product:
Strongly recommend piloting for a focus group and do a detailed design of the rules, triggers etc. before scaling up. The tool has great admin options and the help center is great too.Make the best use of it.
showing 1,311 - 1,320